Customer care in the time of covid-19

Recently we received a referral from Pathways To Independence on behalf of a teenage refugee who needed to update important immunisations at their G.P. Surgery.

We checked the appointment with staff at the Surgery over the Bank Holiday week.   After several calls we were able to speak with a member of the Surgery staff who explained that the patient was required to answer some health assessment questions related to covid-19 before attending the appointment in person – the interpreter was to work remotely.

The interpreter contacted the patient, asked the questions and explained that their temperature would be taken before they could enter the Surgery building.  They would also need to wear a mask.

The question responses were then relayed to the Surgery who confirmed the appointment on the basis of the information.

SIS re-confirmed the appointment with the patient and explained again about the temperature check and reassured the patient that the interpreter would support the appointment remotely.

SIS colleagues explained all of the above to the referring organisation.

Our Coordination Team are patient, supportive, flexible and resolve issues quickly. They are a marvel and we are very proud of them!  They do what needs to be done to help all parties in this unprecedented crisis.

This level of customer care is vital, particularly as there is little translated information.

We are happy to help – please contact us with your communication need.

You can view translated covid-19 information on our website: